The player from British Columbia claimed that he had a significant win on the "Aquatic Treasures" game in the online casino, but it wasn't recognized. He stated that the game's "playcheck" records showed a discrepancy in the reel positions compared to his screenshots, resulting in a lower payout. The player insisted he had a winning combination with two pearls and three wild symbols, which should have led to eight bonus spins and a larger win. However, the Complaints Team stated that if the win was not recorded in the player's game history, it likely indicated an incorrect result displayed on the player's screen. Consequently, we suggested the player to contact the game provider or the licensing authority for further investigation, as we could not proceed with the complaint. The complaint was therefore rejected.
Golden Tiger Casino - Player's win not recognized by the casino.
Amount: Can$20,000
Golden Tiger Casino
Safety Index:HighOther
REJECTED
Case summary
Dear pjlenoard,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Could you please clarify if the winnings have been recorded in your game history? Does it have any result - win/loss?
Thank you very much in advance for your reply.
Best regards,
Kristina
Hello Kristina, I am pleased with your response to my complaint. I really appreciate the interest in my situation. As for the question of was the win recognized, yes but the "playcheck" records show that the center reel in a different position than my screen shots. They paid out $75 for the spin. My screen shots clearly show the center reel in it's final position. The word "wild"on that particular wildcard symbol will not appear on the screen until the reel has reached its final position. I had not lost contact with the server. Both of the screen shots show the reels in their final resting point. Therefore I have a row of two pearls separated by three wild symbols. I have played the game again to confirm the word wild is not visible until the reel stops. I should have been awarded eight bonus spins following the large win. I sure would appreciate any help you may be able to provide.
Sincerely, Paul.
Hello Kristina, I am pleased with your response to my complaint. I really appreciate the interest in my situation. As for the question of was the win recognized, yes but the "playcheck" records show that the center reel in a different position than my screen shots. They paid out $75 for the spin. My screen shots clearly show the center reel in it's final position. The word "wild"on that particular wildcard symbol will not appear on the screen until the reel has reached its final position. I had not lost contact with the server. Both of the screen shots show the reels in their final resting point. Therefore I have a row of two pearls separated by three wild symbols. I have played the game again to confirm the word wild is not visible until the reel stops. I should have been awarded eight bonus spins following the large win. I sure would appreciate any help you may be able to provide.
Sincerely, Paul.
Thank you for your reply, miltonjane09. I am sorry, but if this result has not been recorded in your game history you most likely saw an incorrect result on your screen when you were playing.
If there is no record of the described gameplay in your game history, I am afraid that we can't proceed with this complaint.
I can only recommend that you contact the game provider to see if they can perhaps have recorded a different game history. You can also contact the licensing authority, as both of these establishments have more options and tools to investigate and help in cases like this.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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